HomeComplaintsVulkan Vegas Casino - Player believes that their withdrawal has been delayed.

Vulkan Vegas Casino - Player believes that their withdrawal has been delayed.

Amount: €5,120

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 20 Jan 2023 | Case closed : 17 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Hesse has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

Hello, I've been since 01/14/2020,

registered and verified at VulkanVegas.

I can't be more verified than current. I have provided all data such as personal ID, driver's license, all bank accounts, payslips, bank statements and also my military ID.


On January 17th, 2023 I received a payout of €690.00.

I then had a profit of €5120.00 because I tried to pay out on January 18th and January 19th.

VulkanVegas rejects this payout and asks me for verification.

How am I supposed to verify myself even more if I'm already verified!?


This morning, I looked at the payment history, and the withdrawals I re-requested yesterday were marked as (deleted by user). Although I haven't canceled anything from the payouts. Pretty strange, as soon as you have luck and a higher profit, such customer unfriendly behavior occurs. Very strange


It would be very nice if I could be helped somehow.


Kind regards


Reitbach

Automatic translation:
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1 year ago

Dear TimoRb,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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1 year ago

Dear TimoRb,

Have you received your withdrawal from the casino yet?

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1 year ago

Dear TimoRb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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